Im just a little cheesed off with my hosting provider. This morning, it was just for one reason. Now, it’s for two separate ones.

For the better part of a year now, Globat has a had a problem with the server where my site resides. The upshot of this problem is that they can’t for the life of them update my stats on a regular basis. At least once a week I have to log into support and ask them nicely to update my stats manually. For the sake of disclosure, I may be just a tad OCD about all of this, but since they’re nice enough to include AWStats as part of what I pay for, I figure the least they could do is update the friggin’ thing without me having to ask them. Every time I go to support chat, I’m told that it’s a problem with the script on the server, and that it is being worked on.

It’s been damn near a year now. I’ve been with Globat 4 years. I never, NEVER had a problem with them until May of last year.

The last time they updated was at 4 in the morning on the 15th. I decided I’d like to know where I was at this morning, especially since the last time they updated, my unique users went down instead of up. I logged into support chat, and was told by “PJ”, that they were not manually updating stats anymore. Say…..what? I was told that customers who were tired of waiting for the server to be fixed should download Urchin. He sends me a link. I look at Urchin, which has a 30 day trial period, and then for the page views I usually get I would end up paying 20 bucks a month for the next three months, then 40 bucks a month there after. Of course, as the page views go up, so does the price.

So, let me get this straight. For 100 bucks a year, you can’t give me accurate stats. I have to go download some other program that I’ll eventualy have to pay MORE for than what I give you guys to host my site? A site that is supposed to have a stats reporting program–AWStats–along with it? This is because a year later, you still either can’t fix a scripting problem or a server problem that you’re well aware of, or you just can’t be bothered? That’s one issue.

The second issue is the phone call I made after I looked at this program. Yup. Chip in Bhopal answered. He knew exactly NOTHING, and referred me back to support chat. Chip n Bhopal is manning a Tech Support Phone Queue. One would assume that Chip in Bhopal would know something about Tech Support. He doesn’t. And, I had a hard time translating from his native Punjabi.

Look, I understand that times are tough for companies trying to make a buck. But, you’re NOT going to make a buck with sub-par customer service, and manning a phone line with people who know less than I do about the hosting provider’s issues. You’re not going to continue to make a buck if you can’t deliver on the promises you make for the money you get. I’m supposed to have a fully functioning website, with 99 percent uptime, and I’m supposed to have some reliable stats reporting. I don’t have that right now, I haven’t had it for some time. I HAVE had assurances that the issue is being “looked at”. How long does it take to fix, Globat?

So the question I have for Globat right now, is this: What are we going to do about this? I’m a resonable person. Tell me how we handle this situation. If you’d fix your damn server, I’d be perfectly happy, and you’d likely never hear another peep out of me

Technorati Tags: Customer Service, Globat, Stats, Web Hosting

Tags: Customer Service, Globat, Stats, Web Hosting

This entry was posted on Saturday, May 17th, 2008 at 9:50 am and is filed under Blog. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.